Customer Success Manager (Scaled Accounts)

At Bambuser, we’re helping some of the world’s most recognized brands transform how they sell online through live shopping,

shoppable video and interactive commerce experiences. Brands including LVMH, Audi, Sephora, Decathlon and Sonos use our platform

to create richer, more engaging customer experiences and measurable commercial impact.

As our Customer Success Manager for Scaled Accounts, you’ll own a broad portfolio of approximately 45-50 customers, with direct

responsibility for their adoption, value realisation, retention, renewal and growth.

This is not a traditional high-touch CSM role built around recurring meetings with every customer. You’ll use customer health,

product usage, engagement and commercial data to determine where your attention can have the greatest impact. You’ll combine

automated and one-to-many engagement with targeted 1:1 support when there is a clear risk, renewal, adoption need or growth

opportunity.

You’ll still fully own the customer relationship and its commercial outcomes. The difference lies in how you deliver Customer

Success: intelligently, proactively and at scale.

You’ll also help us shape what scaled Customer Success should look like at Bambuser. Working with the wider CS team, you’ll

develop smarter programmes, triggers, workflows and ways of working that allow us to reach more customers while maintaining a

relevant and valuable experience.

If you’re excited by the combination of customer relationships, commercial ownership, data and building better ways of working,

this is a rare opportunity to make your mark.

You’ll work closely with Implementation, Support, Sales, Product and Engineering to help customers succeed throughout their

journey with Bambuser. You’ll also collaborate with our Senior CSMs, who manage smaller portfolios of larger, more complex

accounts through a higher-touch model.

Together, you’ll help build a CS organisation that gives every customer the right level of support while allowing our teams to

focus their time where they can create the greatest customer and business impact.

• Help customers maximise the value of Bambuser’s solutions by translating our products and features into relevant use cases and

measurable business outcomes.

• Monitor customer health, product adoption, engagement, attributed sales and ROI to identify risks, opportunities and common

trends.

• Intervene proactively when adoption is low or declining, creating targeted plans to increase usage, improve outcomes and

demonstrate value.

• Deliver targeted Business Reviews, ROI discussions, training and strategic sessions where deeper engagement will make a

meaningful difference.

• Use Salesforce, customer health scores, AI agents, product usage, data warehouses and other customer signals to prioritise your

portfolio and determine where human intervention will have the greatest impact.

• Develop and deliver scalable engagement programmes such as webinars, office hours, adoption campaigns, product education and

best-practice sessions.

• Use automation, AI and digital engagement tools to increase the reach and effectiveness of Customer Success while maintaining a

relevant and personalised customer experience.

• Provide focused 1:1 support based on customer health, commercial value, risk or growth opportunity rather than relying on a

fixed meeting cadence.

• Help shape and continuously improve Bambuser’s wider scaled CS model, including its programmes, triggers, workflows and ways of

working.

• Own the end-to-end renewal process across your portfolio, from early preparation and risk identification through commercial

conversations and successful completion.

• Surface growth and expansion opportunities, collaborating with Sales where appropriate while retaining ownership of the overall

customer relationship.

• Partner with Implementation to ensure customers transition successfully from onboarding into ongoing adoption, with clear

objectives and measures of success.

• Work with Support, Engineering and Product to identify, prioritise and escalate issues affecting customer adoption, experience

or value.

• Identify successful outcomes, innovative use cases and potential customer advocates, working with internal teams to develop

customer stories and references.

• Analyse patterns across the portfolio and share insights on customer needs, adoption barriers and opportunities with Product,

Sales, Marketing and the wider CS organisation.

You’re a commercially minded Customer Success professional who knows how to build strong customer relationships without relying on

constant meetings. You’re comfortable using data and technology to prioritise your work, and you’re excited about developing new

ways to reach and support customers at scale.

• Experience in Customer Success, Account Management or a similar client-facing role within SaaS, eCommerce or another relevant

digital environment.

Experience with scaled Customer Success, customer health platforms, automation, AI tools or one-to-many customer programmes would

be a strong advantage.

You’ll have genuine ownership of customer and commercial outcomes while helping us rethink how Customer Success can operate at

scale. You’ll be close to the data, our products and our customers, with the freedom to turn what you learn into better

programmes, smarter interventions and stronger ways of working across the wider CS organisation.

You’ll join a highly collaborative international team working with some of the world’s most recognised brands at the forefront of

video commerce. Our product is sophisticated, our ambitions are high, and the opportunity to influence how an entire category

develops is very real.

If you want to combine meaningful customer relationships with technology, commercial ownership and the opportunity to build

something better, we’d love to hear from you.

While we welcome applications from everywhere, please note that at this stage we are prioritizing candidates who are already based

in Montréal and eligible to work in Québec without visa sponsorship.